Customer Support Team Lead

We are looking for an experienced Customer Support Team Lead (CS TL) to join our team. This role is responsible for managing Support Agents, ensuring operational excellence, driving team performance, and maintaining high-quality service standards.
 

HOW YOU WILL MAKE AN IMPACT
 

1. Team Performance Management

• Ensure the team consistently meets operational KPIs and performance targets.
• Monitor individual and team productivity, quality, and service effectiveness.

2. Operational Involvement

• Participate in internal investigations and build complex operational processes and workflows.
• Communicate updates, procedural changes, and new policies to the support team.

3. Underperformance Management

• Work closely with underperforming agents (below 70%) through coaching, feedback, and performance improvement plans.

4. Bonus Matrix Maintenance

• Prepare and maintain the monthly bonus matrix based on team performance metrics.

5. Weekly Reporting

• Create, maintain, and submit weekly reports covering team performance, insights, and operational updates.

6. Scheduling & Vacation Management (Optional)

• Create and maintain the support team schedule.
• Track vacations and time-off requests when the PRM Manager is unavailable.

7. Knowledge Base & Documentation

• Contribute to internal regulatory documentation and process knowledge base.
• Collaborate with Support and VIP departments on documentation updates.

8. Workload & Discipline Management

• Monitor task distribution across the team.
• Maintain accountability, discipline, and adherence to operational standards.

9. Onboarding (Optional)

• Conduct onboarding sessions for new Support Agents when the L&D Manager is unavailable.

10. Performance Blitz & Testing

• Conduct blitz surveys for underperforming agents.
• Co-develop test questions and materials together with the QC team.

11. Support Tool & Automation Integration

• Assist in implementing new tools, AI-driven systems, and automation solutions to improve service quality and team efficiency.
   

WHAT WILL HELP YOU SUCCEED IN THE ROLE

• 2+ years of experience in Customer Support, with at least 1 year in a senior or leadership position.

• Strong people-management and coaching skills.
• Excellent written and verbal communication skills.
• Ability to work with data, analyze performance trends, and make strategic decisions.
• High ownership, responsibility, and attention to detail.
• Experience with support tools, workflow systems, and knowledge bases.
   

WHY YOU’LL LOVE IT HERE:

• Flexible working hours and a remote work setup, so you can plan work around your life and not your life around work!
• Unlimited vacation days and paid sick leave—because your rest matters.
• A competitive compensation that truly reflects your skills and expertise.
• Employee referral bonus and gifts to celebrate your special occasions.
• 50% financial support for learning expenses to supercharge your professional growth!
• A positive atmosphere where you always feel respected and truly belong.
• Inspirational team-building activities that turn colleagues into best friends.
• Wellness benefits: We’ll support your sports passions, from yoga classes to gym memberships.
• Co-working space reimbursement to save your nerves from always working from home :)